Role
As a Customer Success Specialist, you will play an essential role in our Customer Success team. Your role will be instrumental in managing the entire customer lifecycle, ensuring seamless transitions from sales to customer onboarding, and providing ongoing support. Your role will be key in fostering customer loyalty and maintaining high satisfaction levels.
Responsibilities
- Sales Support: Assist the sales team during the initial phases of deal closure, addressing any contracting-related questions.
- Customer Onboarding: Manage the handover from sales to customer onboarding. Coordinate with sales representatives, customers, and the engineering team to ensure an efficient and delightful onboarding process.
- Data Management: Accurately maintain all relevant customer data and details in our CRM systems, ensuring timely communication to all parties involved.
- Training and Guidance: Lead new customers through the onboarding process, helping them understand and effectively use our products and services.
- Ticket and Help Center Management: Efficiently handle customer support tickets within our ticketing system, escalating issues when necessary, and providing prompt resolutions as well as creating new Help Articles based on customer queries.
- Issue Resolution: Coordinate with necessary teams to address and resolve customer concerns and challenges promptly.
- Account Monitoring: Regularly review customer accounts for potential service improvements, and proactive issue resolution.
- Customer Retention: Work towards retaining and growing customer accounts, with a focus on enhancing customer satisfaction, engagement, and loyalty.
Job requirements
- Minimum of [2-3] years of experience in customer success, account management, or a similar client-facing role in the technology or blockchain industry.
- Proven track record of managing customer relationships and successfully implementing customer projects.
- Experience with CRM and customer service platforms (e.g., Salesforce, Zendesk).
- Strong understanding of blockchain technology and staking services.
- Excellent verbal and written communication skills in English.
- Empathy and a customer-centric mindset.
- Strong analytical and problem-solving skills, with an ability to think strategically about customer needs and business challenges.
- Flexibility to adapt to new tools and technologies.
- Strong organizational and project management skills, with an ability to manage multiple accounts and priorities.
- Location: 100% remote, ideally located in US East Coast
Our Offer
- Autonomy and ownership in a friendly and supportive work environment and the opportunity for rapid growth.
- Competitive fixed compensation (80-110k USD + Equity options available)
- All-expense paid quarterly team retreats at various destinations. Past retreats took place in Egypt, Serbia, Kenya, USA, South Korea, and Dubai.
- Remote, but not alone. We are a strong global collaborative environment.
- Remote working budget (Laptop, co-working space, etc)
- Personal development and education budget
- Gather experience and build your network in the vibrant crypto ecosystem. Our customers include the largest exchanges, custodians, venture capital and asset managers in the industry
- Learn about state-of-the-art protocols that lay the foundation for an open, transparent, and programmable financial system.